Head of Claims Operations, LAC

About the role

Marsh Risk is looking for a Head of Claims Operations for the LAC region, based in Mexico City, Bogota or Sao Paulo. The role leads a team of 350+ colleagues and works closely with Claims Advocacy to deliver an end-to-end claims service to global clients. It is a hybrid position with at least three days a week in the office.

Key responsibilities

• Provide vision, leadership and strategic direction to over 300 Claims Operations colleagues working across multiple locations, as a hands-on leader.
• Drive the transformation of the Claims Operations practice in the LAC region, supporting the Operational Excellence agenda.
• Oversee the development of the target state Claims Operations organization, optimizing workflows, automation and location footprint, and manage the annual budget.
• Improve claims processing efficiency across the region, including claims fast-tracking between clients, insurers and adjustors.
• Design and evaluate claims operations processes and strategies, and manage change across regions.
• Maintain strong relationships with regional and country advocacy teams and champion change management.
• Track performance with KPIs and coach colleagues to meet them and client satisfaction targets.
• Foster an inclusive, diverse and engaging culture, and model the Marsh leadership mindset.

Required profile

• Senior operational role experience in insurance or broking.
• Experience in Latin America and Caribbean markets.
• Progressive leadership experience, stakeholder management and change agent track record.
• Experience leading digital transformation programs.
• Comfortable managing multiple complex stakeholder groups and data literate.
• Reputation as an experienced Claims professional who leads change and improves client service.